Customer Experience Associate - Refunds

About Us

The Souled Store is a homegrown youth casual-wear brand started in 2013. We are one of

India’s largest online merchandising platform with licenses like Disney, Warner Bros., WWE, IPL,

Viacom18 to name a few. Apart from selling products with themed designs such as superheroes,

movies, TV shows, and cartoons, the brand also is at the forefront of latest youth style and

fashion trends. In addition to core men and women wear apparel categories, we are also in the

process of expanding to new categories and introducing new product lines in the existing

categories like active wear, supima products, innerwear, personal care products like perfumes

etc. We will also be launching footwear and kids wear very soon.

Although we are primarily an online brand, we’ve expanded in the offline retail space as well and

have five offline stores in Mumbai, one in Pune, one in Bangalore, one in Delhi with plans for expansion pan


We're now a 'Great Place to Work'; certified organisation which boasts of our fantastic employee

culture and policies.

The Souled Store was born out of the idea of loving what you do, from the soul. We believe that

people do their best work when they love what they do. There are too many Monday mornings

and you can’t go dreading every single one of them. Over the years, we have built a strong team

of like-minded people that work smart, own their work, and think like leaders. If you identify with

what we do and are interested in being a part of an aggressively growing brand, we would love

to have you on board.

Position Summary:

For a young, growing organisation like ours, an Associate in the Customer Experience Team, plays an important role. He/she must be able to assist our customers in a swift, professional and efficient manner in line with the set company guidelines. This role requires exceptional conflict resolution skills, emotional intelligence and patience.

Responsibilities and expectations:

-Process refunds to customers via different platforms for their orders.

-Good with calculation. Should have prior experience in working with large volume data.

-Co-ordination with the warehouse team and the accounts team.

-Meet the predetermined daily, weekly and monthly targets.

-Identifying customer requirements/needs.

-Processing and logging emails, calls, and Social Media queries on the CRM system.

-Coordinating with various departments to resolve customer queries and when required.

-Providing outstanding customer service.

-Updating customer information as required.

-Maintaining confidentiality of information.

-Performing other duties as designated as and when the need arises.

-Align individual goals with the goals of the organisation.

-Assisting with queries as and when required.


-Graduate- preferably with at least 1 year worth of experience in a refunds team.

-Ability to work long hours/additional hours as and when required

-Ability to think on one's feet quickly.

-Conflict resolution skills.

-Good analytical and computer skills( excel knowledge)

- Patience.

-Ability to stay calm and get the tasks assigned done even on days where we experience high work volumes

- Ability to work in a team environment.

- Ability to meet targets under tight time frames.

- Ability to work in a 24/7 environment and on public holidays.

-Emotional Intelligence

Refund Team role-

-Process refunds to customers' bank accounts, the original mode of payment, and internal wallets using different systems.

-Maintain data of refunds processed

-Execute the refunds everyday within the predetermined TAT.

-Work closely with the Finance Team regarding the payment transactions.
Mumbai, MH, IN